Customer Care Representative

The Authors Holiday Homes; United Arab Emirates; On-site; AED 40,000 - 60,000; Full time

Job summary

The Authors Holiday Homes is seeking a Customer Care Representative (Airbnb Operations) to manage guest communications across booking platforms. Responsibilities include responding to inquiries, coordinating with operational departments, and ensuring guest satisfaction.

Qualifications include fluency in Arabic, a high school diploma or degree, and customer service experience. The role requires strong English communication skills and the ability to work in a fast-paced environment.

Qualifications

• Arabic speaker is a must.
• High school or bachelor's degree is required.
• Customer service experience preferred.

Responsibilities

• Respond professionally to guest inquiries across all communications.
• Manage guest communication through multiple platforms.
• Coordinate daily with Operations and Housekeeping teams.

Skills

Arabic speaker

Good English communication skills

Customer service or hospitality experience

Basic computer skills (Email, Microsoft Office)

Problem-solving ability

Friendly, professional, and organized

Ability to work in a fast-paced environment

Education

High school diploma or bachelor’s degree

Job description

Position Summary

The Customer Care Representative (Airbnb Operations) is responsible for managing all guest communications across booking platforms while ensuring accurate reservation support, prompt responses, and seamless coordination between guests and operational departments.

Key Responsibilities

• Respond professionally to guest inquiries across all communication channels.
• Manage guest communication through WhatsApp, Airbnb, Booking.com, email, direct bookings, and telephone.
• Review reservation details and guest requirements.
• Monitor upcoming arrivals and departures.
• Support booking modifications and reservation updates.
• Send registration requests and check‑in instructions.
• Ensure guest identification documents are collected before arrival.
• Coordinate guest arrivals with Operations and Housekeeping teams.
• Handle guest complaints professionally and elevate complex cases when necessary.
• Follow up on guest requests until completion.
• Coordinate daily with Operations, Housekeeping, Maintenance, and Finance teams.
• Maintain accurate communication records and guest logs.
• Support operational reporting and documentation.
• Contribute to maintaining excellent guest satisfaction ratings.

Qualifications

• Arabic speaker.
• High school diploma or bachelor’s degree.
• Good English communication skills.
• Customer service or hospitality experience preferred.
• Basic computer skills (Email, Microsoft Office).
• Ability to solve problems and handle guest inquiries.
• Friendly, professional, and organized.
• Ability to work in a fast‑paced environment.